Sensitivity Label: General Genesys Cloud Supervisor & Reporting Training
Sensitivity Label: General Agenda Call Forwarding Admin Menu • ACD Queues and Queue Settings People Management • Add Skill Performance Menu • Dashboards • Overview • Queues Activity • Queues Performance • Agents • Interactions – Recording and Monitoring • DNIS Performance • Skills Performance • Wrap Up Performance • Flows Alerts Q&A
Sensitivity Label: General Genesys Cloud Supervisor Training Assumptions The follow is a list of assumptions regarding the following training: • Trainees have an understanding of Contact Centres • Trainees have previous experience logging onto Genesys Cloud . • Trainees are able to navigate the Genesys Cloud user interface. • Trainees are able to make and receive phone calls.
Sensitivity Label: General Call Forwarding Click on the Genesys Cloud Profile Icon, then select “Forward My Calls” Toggle Forward Calls to On, then enter the phone number you wish your calls to be forwarded to.
Sensitivity Label: General Follow Me Call Forwarding Follow-me call forwarding helps callers find you when you are away from your workstation. You can specify the sequence and up to four numbers that Genesys Cloud rings until either you answer or the call goes to voicemail. You can also specify whether to leave voicemail at your phone or at the last external number Genesys Cloud rings. Genesys Cloud link: https://help.mypurecloud.com/articles/forward-incomingcalls/Enabling this will use an external voicemail, such as your mobile phone, rather than Genesys Cloud You can enter up to four numbers. External numbers must be in E.164 format
Sensitivity Label: General Admin Menu
Sensitivity Label: General ACD Queues Queues are the holding or waiting groups for interactions. Queues are configured by administrators, then interactions are delivered to them. Agents are assigned to Queues during configuration. To answer Queue interactions, agents select the On Queue status to make themselves open to receiving interactions. Contact center queue settings include creating and managing queues for voice and chat channels for the entire organization. Navigate to Queues 1. Click Admin 2. Click Queues
Sensitivity Label: General ACD Queues To edit an existing Queue, click the name of the queue in the list or click the vertical ellipsis and choose Edit Queue. The Queue Settings window will open. From this view you can see the Division and the number of members for existing Queues The vertical ellipsis
Sensitivity Label: General Manage Queues: Settings • Changes to queue settings must be saved before navigating away from the current settings page • If you do not save then those changes will be lost • Excepts to this are the following pages • Members • Wrap-Up codes Hit Save before leaving the page or your changes will be lost
Sensitivity Label: General Manage Queues: Settings • Optional. This option allows the agent to opt out of selecting a wrap-up code after a call. This feature might be used if your organization does not use wrap-up codes and your agents do not need after call work time. • Mandatory, Discretionary. This option requires the agent to select a wrap-up code and allows the agent an open-ended amount of time to submit it. • Mandatory, Time-boxed. This option requires the agent to select a wrap-up code and limits the amount of time to submit it before making the agent available to receive more interactions. • Mandatory, Time-boxed no early exit. This option requires the agent to select a wrap-up code within a specified amount of time and ensures the agent will not receive a new interaction until the time period expires. This feature might be used to give the agent a "cool down" period between interactions. • All skills Matching - ACD selects the agent who has all of the required skills with the longest time since last interaction. • Best available skills - ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency. From those, ACD selects the agent with the longest time since last interaction. • Disregard skills, next agent - Disregard the skills, and utilize the first in first out method to route the calls • Standard ACD - Take in account of the availability of the agent and the skills set needed for the interactions. ACD algorithm will be run by the system to select the agent with the best score to take the interaction • Bullseye – The interaction wait timeout in Ring 1, it will pass the call to the next consecutive ring and it will remove one or more skills from the selected agent or agents if the exact target is not available to receive the interaction. Maximum up to 6 rings.
Sensitivity Label: General Manage Queues: Wrap-Up Codes Wrap--Up Codes are the reason codes for interactions that have been processed by the agents. To add a wrap-up code to the queue, type the name in the Select new wrap-up codes box then select from the autocomplete list then click the + symbol
Sensitivity Label: General Manage Queues: Interactions Configuration Each media type has a separate tab but queues can be used with multiple media types, each media type has settings for service level, service level target and alerting timeout voice has additional settings which allow definition of a calling party name and number and to select an in-queue flow. • Enter the percentage your organisation uses for Service Level and Service Level Target in seconds • Calling Party Name and Calling Party Number define the information displayed to the caller when an agent places a call out on behalf of the queue • Alerting Timeout sets the amount of time an interaction will alert an agent before it moves to the next available agent (not applicable to Auto-Answer agents) • In-Queue Flow sets the call flow from Architect to be used as a caller waits for an agent • Default Script define the specific script that will display to agent when they received inbound call
Sensitivity Label: General People Management
Sensitivity Label: General People & Permissions The Manage People page lets you add and remove people or edit settings by individual. Navigate to People 1. Click Admin 2. Click People
Sensitivity Label: General Person View To edit an existing Individual, click the name of the individual in the list or click the vertical ellipsis and choose Edit Person. The Individual Settings window will open. From this view you can see the individual and the associated division they are in The vertical ellipsis
Sensitivity Label: General Person Setting In this view, you can edit various aspect of the person including their ACD Skills, Utilization, phone person details and so on
Sensitivity Label: General Person Setting: Add ACD Skill To add a skill to the person you can select ACD Skills tab and search for the skill that is configured into your organisation. For example, Demo Voice General, once skill is found, click and the skill will be added to your individual. Once skill the appropriate skill is added, your individual is able to receive interactions associated with that skill.
Sensitivity Label: General Person Setting: Add ACD Skill Bulk To add a skill to a bulk of users, you can go to Admin > People. Select the people you want to add the skill to. Click on More Actions dropdown. From this dropdown you will need to click on Assign Skill. Clicking on this will bring you to a skill management panel, where you can tick if you need to remove existing skills and languages from the selected people. From this panel you may search for the skill you want to add, once found click on it and the selected skill will be shown. Once confirmed, you may click on save to save the settings.
Sensitivity Label: General Performance Menu
Sensitivity Label: General Dashboards Performance Dashboards allow you to display metrics and performance data about your contact center. To access your Performance Dashboards, click Performance > Dashboards. From Performance Dashboards, you can create new dashboards and see previews of the dashboards you have already created, and those shared by others in the organization. To create a new dashboard, click Add new dashboard. You can create up to 20 dashboards. After you create a dashboard, you can add widgets to it to customize the information you want to see on it. • You can sort and search for your dashboards. To search for a dashboard, begin entering its name in the Find dashboards field. To sort your dashboards in alphabetical or reverse alphabetical order, click Sort by Name Notes: You can only edit dashboards you create yourself. You can share dashboards with other people in your organization. Genesys Cloud does not support Performance Dashboards with Internet Explorer 11 Genesys Cloud Link https://help.mypurecloud.com/articles/performancedashboards-overview/ Owner of the dashboard Private or shared dashboard
Sensitivity Label: General Queues Activity More Details for Terms included in the View: https://help.mypurecloud.com/articles/queues-activityviews/To see real-time statistics for all queues at the same time, go to Performance > Queues Activity. Note: The number of On Queue plus Off Queue agents can equal more than the total number of agents in a queue. For example, an agent can select a system status, such as Break, while still on an interaction. In this case, the system includes the agent in counts for On Queue and Interacting and for Off Queue and Break. When the agent completes the interaction, the system includes the agent in only Off Queue and Break counts. The filter button is available on most views, allowing you to filter visible data Save View allows you to save the view to quickly return. Filter between interaction types, such as Calls, Callbacks, Chats, Emails, and Messages.
Sensitivity Label: General Queues Activity: Statistics Table below shows the statuses used in Queue Activity view. Term Definition Available The number of agents off queue and in the Available status. Away The number of agents off queue and in the Away status. Break The number of agents off queue and in the Break status. Busy The number of agents off queue and in the Busy status. Communicating The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization. Idle The number of agents who are on queue and available to take interactions but who are not working with interactions. Interactions The number of interactions assigned to the queue that agents are currently interacting with. Interacting The number of agents working with interactions. This number includes agents completing after call work. Meal The number of agents off queue and in the Meal status. This number is included as part of the yellow presence circle. Meeting The number of agents off queue and in the meeting status. This number is included as part of the red presence circle. Not Responding The agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions. On Queue The On Queue metric represents the number of agents that are on queue for a specific queue. These agents are available to take interactions. A high number of idle agents at any given point indicates over-staffing. Off Queue Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number. Training The number of agents off queue and in the Training status. This number is included as part of the yellow presence circle. Waiting The number of interactions waiting to be answered. Waiting is calculated by the sum total of the number of interactions waiting.
Sensitivity Label: General Queues Activity: Drill Down Details Select a queue to open the queue’s activity detail view. See a queue’s current interactions, agents, and service levels in one view. Check the number of interactions that are waiting or interacting and the status of agents in that queue. Activate or deactivate agents based on need. To filter the displayed interactions to see waiting interactions, select the Waiting statistics section. To filter the displayed interactions to see interacting interactions, select the Interacting statistics section. To filter the agent list based on their on queue status, select the On Queue / Off Queue statistics section. In the Filter by agent details box, type the name, skill, or language you want to filter the agent list by and choose the category for the keyword. This section lists the duration and type icon of each interaction that the agent is handling. If the agent is handling more than 3 concurrent interactions, then the third column displays a clickable number with more information about the additional interactions Activate or deactivate agents in the queue. They will still be a member of the queue, but will not receive interactions.
Sensitivity Label: General Queues Activity: Real Time/Refreshing Most of the information on the Queues Activity view updates in real time, except for the interactions lists and the agent list. The interactions list updates every 10 seconds. The information in the agent list usually updates in real time, except when you filter the list by agent status. After you filter the agent list, or if you want to update the interactions list immediately, then, at the top of the page, click the Refresh button to update the list manually. For example, you want to see a list of agents who are on break, so you filter the agent list by the Break status. After you filtered the list, an agent who was on break goes back on queue. Until you click the refresh button to update the list, the filtered list still includes that agent.
Sensitivity Label: General Queues: Performance Tab Real time and historical information for each interval can be viewed by clicking Performance. The date filters can be used to customize the view of current or historical queue metrics. You can select current interval, or a past interval, day, week, month, or custom date range. Click on specific queue to view the performance details of the Queue Filter by interaction details Save View Filter the queues by using the search field Export data Filter the queues by using the search field
Sensitivity Label: General Queues Performance: Statistics Data Table below shows the metrics available in Queue Performance view. Metric Definition Queues The name of the queue. Offered The number of interactions routed into the queue for an agent to answer. Answer % The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100 Answered (in Answered % column) A measurement of the number of assigned interactions answered by an agent in a given period. Abandon % The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned / Abandoned + Answered) * 100 Abandoned (in Abandoned % column) The number of customers who disconnect before connecting with an agent. Avg Abandon The average amount of time before a customer disconnects in an ACD queue before connecting with an agent ASA (Average Speed of Answer) A measurement of the time it takes to answer an interaction once the interaction becomes available to the assignment service. This metric is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the interaction was answered. Calculated by: Total Time to Answer / Number Answered Service Level % Service level is a contact center performance statistic and is expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. Calculated by: (Interactions Answered in Y Seconds + Callbacks Created in Y Seconds / (Total Interactions Answered +Total Callbacks + Total Interactions Abandoned)) * 100 Note: For queues in which customers have the option to request a callback while waiting in queue, these interactions are neither answered nor abandoned. The inbound interactions which are “converted” to callbacks are treated as “answered” for the purpose of the service level calculation. Calls which are converted to callbacks within the service level thresholds are counted as answered within the service level thresholds, and calls which are converted to callbacks outside of the service level thresholds are counted as answered after the threshold.
Sensitivity Label: General Queues Performance: Statistics Data…cont Table below shows the metrics available in Queue Performance view. Metric Definition Avg Handle The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work) / Number of interactions handled. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. The average handle column is calculated using cumulative counts rather than averages. Avg Talk The total interaction time divided by the number of working interactions. Avg Hold The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Working Interactions Avg ACW The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Working Interactions Avg Contacting The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments) Avg Dialing The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments) Avg Wait The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Calculated by: Total Wait Time / Interactions Hold The count of the number of holds. Transfer A measurement of the number of interactions an agent answered in one queue and transferred to another queue. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions transferred by queue.
Sensitivity Label: General Queues Performance: Statistics Data…cont Table below shows the metrics available in Queue Performance view. Metric Definition Blind Transfer The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. Connection The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR Consult The number of interactions an agent answered and then consulted with another participant without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue. Consult Transfer The number of interactions an agent answered in one queue and then consult transferred. A consult transfer counts for the queue in which an agent answers the interaction Flow-Out Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions. Handle The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. Offer The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions Outbound This metric represents the number of outbound interactions placed on behalf of queue.
Sensitivity Label: General Queues Performance: Statistics Data…cont Table below shows the metrics available in Queue Performance view. Metric Definition Time to Abandon The The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction. Note: This metric column is only available in the exported data for this view. It contains the same data as the Avg Abandon column Total Abandon The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions Total ACW The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: ACW for callback interactions is always zero. Total Contacting The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Total Dialing The total amount of time an outbound interaction spends dialing a contact. Total Handle The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) Total Wait The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Transfer A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Sensitivity Label: General Queues Performance: Export Data Export the data shown in the Queue Performance views as a CSV file delivered in your Genesys Cloud Inbox. Export data 1. Click the Export button. 2. Change the name of the file or keep the default file name in the Enter File Name field. 3. Choose to format the durations into HH:MM:SS 4. Opt to export the Selected Columns 5. Opt to Include Custom Attributes 6. Click Export csv. The file appears in your inbox. 7. Click the Download icon.
Sensitivity Label: General Queue Performance: Drill Down Details The Queues Performance Detail view shows statistics for a single queue. The selected date filter determines whether the data is displayed by interval, day, or week. To view bar graphs for different statistics, click a header in the Total for period section. For example, click Abandon % to view a graph of Offered and Abandoned interactions. The graphs update every 30 minutes or on page reload: they do not update in real time. Each row shows the statistics for the period selected. To view detailed metrics for abandons in a queue click the Abandon % statistics in the summary row (next slide)
Sensitivity Label: General Abandon Interval Metrics view This view shows details of the abandons for the selected queue. In this view supervisors can see the number of calls that were abandoned, and how long they were waiting in the queue prior to being abandoned. The interval sets where calls are abandoned More Metric Definition: https://help.mypurecloud.com/articles/abandon-intervals-metricsview/ Number of calls abandoned in set interval
Sensitivity Label: General Agents To view real-time agent metrics, click Performance > Agents. See agent performance, including their metrics, time in statuses, and evaluations. More Metric Definition: https://help.mypurecloud.com/articles/new-agents-performanceviews/Use the search field to filter specific users. Click on specific agent to view the performance details of the Agent Summary of metrics related to all filtered agents Real-time information about agents’ statuses Agent evaluations tab shows details about Quality Evaluations Filtered agents are added here
Sensitivity Label: General Agent: Drill Down Detail –Performance Tab To see detailed metrics for an agent, including a summary row of data for the dates displayed: More Metric Definition: https://help.mypurecloud.com/articles/new-agents-performance-detail-view/ With date filters you can select current interval, or a past interval, day, week, month, or custom date range. This icon shows the type of interaction displayed. Click it to open the filter menu Save the current view Activate and deactivate agents from queues. To activate a queue for an agent, the agent must be a member of that queue. Filter by information about the interaction Export the Show/Hide the report Statistics Graph
Sensitivity Label: General Agent: Drill Down Detail –Statuses Tab The Statuses tab shows time-based statistics particular to the agent. Data about primary statuses On-Queue and waiting for an interaction Add other statuses, such as meeting
Sensitivity Label: General Agent: Drill Down Detail –Evaluations Tab The Evaluations tab shows Quality Evaluations specific to the selected agent. This number is the number of evaluations conducted this month. This list includes evaluations released during this month. The first in this list was originally evaluated during the previous month.
Sensitivity Label: General Agent: Drill Down Detail –Interactions Tab The Interactions tab displays a list of interactions specific to the agent – See Interactions slide Click on the interaction to open it Filter by day, date, or Interval To search for interactions, use the filter view.
Sensitivity Label: General Agent: Drill Down Detail –Queues Tab The Queues tab displays a list of queue statistics specific to the agent. Details of the statistics by queue Filter by day, date, or interval For the queue statistics, select the queue from the list
Sensitivity Label: General Agent: Drill Down Detail –Wrap-Up Tab The Wrap-Up tab shows the wrap up details used by this agent. Call statistics based on wrap up codes, for the selected agent
Sensitivity Label: General Interactions To view interactions, click Performance > Interactions. To limit the output, use the search field or filters. You can filter interactions by Users, ANI, DNIS, Abandoned, Transferred, Queue, Evaluations, Duration, Direction, Wrap-Up, Outbound Campaign, Contact List, Contact ID, Call Analysis Result. To view more information about an interaction, click it. For example, depending on your role and licenses, you can listen to a recording, complete an evaluation, and view audit information. For advanced searching, use the filter options This view is not a real-time view. Refresh for the latest interactions To filter the interactions lists by the type of interaction, select the icon for that type of interaction. You can select current interval, or a past interval, day, week, month, or custom date range. More Metric Definition: https://help.mypurecloud.com/articles/interactions-viewClick the + to select additional columns.
Sensitivity Label: General Interactions: Recording Playback Once the interaction has been opened, any attached recording will transcode and be available to play. To Annotate a recording, Pause the recording at the time you want to annotate, In the Add Annotation field, add a comment and click Annotate. With the right permissions, you can edit the archive date, or the delete date. You can also download the recording. The Details tab displays a summary of the interaction including interaction type, start and end time, participants, and recording information.
Sensitivity Label: General Interactions: Monitor Live Calls To view or listen to in-progress interactions, monitor them. Do one of the following: • Click Performance > Agents. Then select an agent. • Click Performance > Queues. Then select a queue. Click the Interactions tab. . Select an interaction that is in progress. • Click Monitor under Internal Participant. • Click Monitor under External Participant NOTE: The “Monitor” Option appears only for interactions that are in progress NOTE: To listen to in-progress voice interactions, the person monitoring the call needs a selected phone in Genesys Cloud.
Sensitivity Label: General DNIS Performance The Dialed Number Identification Service or DNIS, is the inbound number the customer uses to connect to your contact centre. It is important to note that free phone numbers are always linked to a local DNIS. The DNIS Performance view can help supervisors determine performance issues with a specific DNIS number in one or multiple queues. To see a breakdown of metrics by interval for a specific DNIS number, click that DNIS to go to its DNIS Performance Detail view. The queues and their data display under the DNIS number’s row. The DNIS can be a number, Genesys Cloud user name, or SIP device. If the DNIS is a SIP address and Genesys Cloud can determine the Genesys Cloud user associated with the SIP address, then the DNIS column displays the Genesys Cloud user’s name. If Genesys Cloud cannot determine the user name, then the DNIS column displays SIP Device. Filter by day, date, or interval Click on the DNIS to expand and see more details This view does not update automatically. To see the most current data, click Refresh .
Sensitivity Label: General SkillsPerformance The Skills Performance view displays statistics based on the skills and languages required for interactions as they enter a queue. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. To see the view, go to Performance > Skills Performance. Expand the Skill for more detail, such as Queue breakdown Skills appear in the list. If an interaction does not require any skills or languages, it counts in the None group. This view does not update automatically. To see the most current data, click Refresh .
Sensitivity Label: General Wrap-Up Performance The Wrap-Up Performance view displays statistics based on the wrap-up codes set by agents for interactions. These statistics can help supervisors determine performance issues with interactions labeled with a specific a wrap-up code in one or multiple queues. The top of the view displays totals for your selected date range. To display a graph of a metric per interval within the date range, select a metric in the totals row. . Click on the Wrap-Up Code to expand and see more details When after call work time has expired, the Wrap-Up code will appear as a timeout This view does not update automatically. To see the most current data, click Refresh .
Sensitivity Label: General Flows In the Flow Performance views, see flow performance, including metrics and flow outcomes. These Flow Performance views include the following views. • Multiple flow summary views • Flows Performance Summary view • Flow Outcomes Summary view • Single flow detail views • Flows Performance Detail view • Flow Outcomes Detail view • Flow Outcomes Interval Detail view These views display statistics, including flow outcomes, for calls that enter an Architect flow. These statistics can help supervisors determine performance issues with a specific flow and gather data about self-service success. https://help.mypurecloud.com/articles/flow-performance-views-overview/
Sensitivity Label: General Alerts In the alert menu, users can create alert actions for defined events. An alert notifies when a statistic enters a threshold or is no longer within a range of values. You can set an alert on any interaction type to notify a supervisor for events such as an interaction exceeding a duration or when an agent transfers more than the average number of interactions. Upper Right Corner of the page to access Alert Management 1. Click Rules. 2. Select Create New. 3. Add a title for the rule. 4. Under Alert Conditions, do the following: 1. From the Alert Type list, select Agent or Queue. 2. Select the agent or queue to which to apply the rule. 5. Under Alert Rule(s), do the following: 1. Select the agent or queue variable for the threshold metrics. 2. Define the metrics that trigger the alert for this variable. 6. Under Users to Notify, begin typing the name of the person to notify when the alert rule enters an alerting state. • Note: Specify at least one user. Your name appears here by default. 7. To specify more users, repeat step 8. 8. To send the alerts as text notifications, select the SMS check box. 9. To send email notifications to the selected users when the alert rule enters an alerting state, select the Email check box.
Sensitivity Label: General Assistance Requests On the right side toolbar, click the Agent Assistance icon to open the Agent Assistance room Note: If the panel is minimized, the number of new messages display as a badge on the Agent Assistance icon. Click the Agent Assistance icon to display those messages. To send a message in the Agent Assistance room, type the request for assistance and then press Enter. The message displays to all users in the room, including to all on-duty supervisors.
Sensitivity Label: General Q&A